PlanetSpark - Associate Vice President - Customer Success - IIM/ISB/XLRI/IIT

About PlanetSpark

PlanetSpark is on a mission to build the next generation of confident speakers and creative writers amongst kids and young adults. We are a Series B funded, global company impacting over 13 countries through live 1:1 personalized classes on Public Speaking and Creative Writing through handpicked top 1% teachers. Our kids participate in gripping debates, create viral YouTube videos, start their own podcast channels, perform stand-up comedy, write nail-biting mystery stories, and become confident and fearless speakers.

PlanetSpark is on its journey to becoming the global leader in the large and untapped communication skills segment by 2024. We are backed by some top VCs such as Prime Venture Partners and global entrepreneurs such as Binny Bansal, Deep Kalra, Gokul Rajaram and Shirish Nandkarni.

Come, join a passionate team of over 500 young and energetic team members and 3500+ expert teachers on this roller coaster ride to build the most loved brand for kids who will move the world!

Mission Statement

Create a seamless product led experience for all customers with a 98% retention

Your Roles and Responsibilities:

The AVP of Customer Experience is a person who is obsessed with delivering a wow experience to all our customers across the globe through a product-first approach. The role is a great fit for those who are deep problem solvers and can understand customer pain points.

You need to use first principles thinking and work closely with the product team to come up with customer-centric solutions. You would also be the evangelist of a customer-focused / customer obsession centered culture in the entire organization and of course, in the customer success team.

Your responsibilities include :

1) Customer Onboarding :

- Create a tech-enabled and a smooth customer onboarding process

- Design and deploy tech and manual based feedback collection for initial enrolment phase

- Drive tech-based customer onboarding processes for sales team to ensure genuine promise

2) Customer Support:

- Automate customer queries through product

- Ensure complete customer query resolution through chat and other product led features without the need for calls

- Ensure that all customer queries are responded within a TAT of 2minutes

3) Customer NPS:

- Deliver 60%+ Customer NPS

- Identify drivers for Customer NPS and drive them

4) Customer Retention and Renewals:

- Drive 98%+ customer retention on the platform post purchase

- Achieve 60%+ Renewal rate through several interventions

5) Customer Escalations

- Ensure that severe customer escalations are less than 1%

- Ensure that severe escalations are handled in short turnaround time with no reputational loss

6) Online Reputation Management

- Track the online reputation on various channels and ensure a positive online reputation

- Work with the internal team and external agencies to streamline ORM processes

Key Skills to be successful in the role:

- A product first approach with deep understanding of how tech products can improve customer experience

- Very strong data orientation

- Very strong customer centricity and the ability to imbibe such values in the entire team

- Exceptional execution and process building ability

What are we looking for?

- 8-12 years of experience in product and customer success roles with at least 3-4 years of experience at a start-up / consumer internet business

- The ideal candidate would have a mix of product and customer success / business operations experience

- BTech or an MBA from a Tier 1 institute will be a plus

- Located in Gurgaon / South Delhi and willing to work from office

What are the behavioral attributes that we are looking for?

- A keen desire to bring wow customer experience for a fast-growing Series B funded startup

- An apparent Founder's mindset i.e. A mindset where the person can own up customer experience and shape it independently like a Founder